Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bedroom window seal broken. I have been calling and they never return my call or follow up.

  Business Response

  Date: 10/07/2024

  I am sorry to hear that she has not heard from us. We don't have any miss phone calls/ or voicemails or notes in the system from homeowner. We have 2 to 3 people a day answering the telephone starting with the hours of 8am and we close at 5pm. please feel free to give us a call, or send us a request on our website www.cooksiding.com or ************ 

  Customer Answer

  Date: 10/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This company is not telling the truth. I have called at least five times. Also, my HOA had called them about the problem and was told that I would have to follow through myself. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 10/08/2024

  Hi *****, I'm not sure who or what you are talking about. Can you give us some more information. On who you spoke with here at Cook Siding. What the issue may be? Who is the HOA? We don't have any records in our database system we use for service calls or call in leads. We are here everyday from 7:30 to 5. Please give us a shout.Thanks,*******

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get someone to fix the job I had done 2 years ago I had my back patio done with 2 motorized screens and a standard screen there was problems with communication from the start of the install first off they left my motorized screens with exposed wires instead they were hung up by zip ties I even paid extra for them to get a electrician to come out and install a electrical outlet they should have also made plans to get them to come out and hide the cords they also left the job unfinished as I was suppose to get a locked door on the standard screen and it was left completely open had to wait for them to come back out to put in a door only to have the door with a huge gap and it wouldn’t lock I tried to communicate through email and call them but wasn’t getting anywhere I was also getting a metal grinding sound from the motorized screen tried to contact them didn’t get anywhere also the screen itself would sway as if it wasnt set right once again tried to explain to the installers and the people at cooks still nothing and now 2 years later I now have screens that are literally ripping out of the frame and the frame itself gets stuck and won’t go up and down I finally got one of cooks to come out to look at he tried to blame my structure settling as to why the frame won’t go up and down saying it’s normal but it has been screwed up since they installed it they said they can’t do anything about the exposed wires other then use zip ties they said they would come out to fix the screens that was 3 months ago and I’m still waiting to hear back from cooks fix the entire job because honestly it honestly how messed up my screens are they really need to redo the entire job or refund me my money either way something needs to be done I’m just worried I’m going to look at back and there’s going to be no screens out there from them blowing away this has been a nightmare and something should have been done from day 1 of me telling them something wasn’t right

  Business Response

  Date: 05/10/2023

  We have contacted Mrs. *******. We didn't have her phone number due to a realtor being point of contact. **** the project manager has been out to visit Mrs. ******* and we are currently working on getting the screen matter resolved. 

  Customer Answer

  Date: 05/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 06/19/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   They came out evaluated the problem they then came out to fix the problem but didn’t do the job according to the plan for the frame even after they claimed it was finished they said that the frame wasn’t going all the way down and acted like that was fine until I said are you going to come back out to fix it they said they would but never did I contacted drew to let him know that the frame wasn’t going all the way down but before I had a chance to call him which was only a few days after they came out the screen popped out of the frame again so I contacted drew him to let him know that now the screen is out of the frame and the frame won’t go down he said he was on vacation and that he would pass the message to ******* here it is almost a month later and I still haven’t heard anything from cooks siding this is getting really ridiculous I just want the job done and done right for the money I spent 
  Regards,
  
  ***** ******* 

  Business Response

  Date: 06/30/2023

  Hi, We have currently sent photos over to ** ******** Due to the zipper keep popping out of the track. They are reviewing the pictures. And could be sending us a whole new zipper to install on the screen. I will find out as soon as they reopen July 5th. 

  Business Response

  Date: 07/12/2023

  Hi We have submitted the warranty claim to ** *******. However, we don’t make this product. ** has reordered the screen. And as soon as it arrives to Cook Siding we will arrange to have it installed. Thanks, ******* 

  Customer Answer

  Date: 07/25/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I got a motorized screen and I’ve had this issue since 2022 and have been trying to get it corrected they have came out to fix it and right away the screen has popped out the frame I’m tired of dealing with them as I haven’t had good results the last time they were here they obviously didn’t check to see if the screen was correctly put in the frame because as soon as they left I checked it and the screen was popped out of the frame I immediately called them and sent them pictures and I still havent heard nothing back and that was last year at this point I just want to get refunded for there poor job as I can’t even use the screen properly the screen has been up since I can’t put the frame down because of the screen and they can’t fix it correctly I really just want a refund this wasn’t cheap and they need to do something about it
  
  Regards,
  
  ***** *******

  Business Response

  Date: 08/29/2024

  We are sorry Ms ******* is having trouble with the screen.  Going forward if you can contact us at ************ we will gladly look into any service issues.  We do not know there is a problem if we aren't told there is one.  These were installed back in 2020 and had an issue pop up in 2022 it seems.  The issue was with the product itself not installation.   We spent over 2000.00 buying a new screen out of good faith even though this was not our fault.  KE, the manufacturer would not warranty the screen at the time based on photos they had said it was user error for leaving them down during the wind in which they are not designed to withstand.  I spoke with the guys who were out there last and they think a new track could be added to fix the issue and we will be happy to get Ms. ******* a price on doing this if she desires.  Otherwise, she may want to contact the manufacturer of the screen at ***** ******** to see if she can get them to warrant the product.